Technical Support Analyst

Description

Job Title: Technical Support Analyst

Department Name: Information Technology

Reports to (title): Information Technology Manager

Location: All Locations

Job Summary: We are looking for a highly motivated, detail-orientated and reliable self-starter. The Support Specialist role is to support and maintain in-house computer systems, desktops, servers, and software. This includes installing, diagnosing, repairing, monitoring, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation/server performance. The person will also troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required. You will be an integral part of a very successful team. 

You will have the ability to participate in a full array of benefits including health, dental, life, short term disability, 401k, and many others.

Essential Job Functions:

• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC/Server performance.
• Accurately document instances of hardware failure, repair, installation, and removal.
• Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs. 
• Support development and implementation of new computer projects and new hardware installations.
• Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations. 
• Aid in development of business continuity and disaster recovery plans, maintain current knowledge of plan executables, and respond to crises in accordance with business continuity and disaster recovery plans. 
• Conduct research on computer products in support of PC procurement and development efforts. Evaluate and recommend hardware products for purchase.
• Write technical specifications for the purchase of PCs, networking hardware and related products.
• Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs.
• Track and maintain IT related assets. 
• Work with end users to identify and deliver the required PC service levels.
• Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products.
• Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products.
• Perform on-site analysis, diagnosis, and resolution of complex PC/Server problems for a variety of end users, and recommend and implement corrective hardware/software solutions, including off-site repair as needed.
• Receive and respond to incoming calls and e-mails regarding PC, Server, Network, Software or hardware problems.
• Develop and maintain an inventory of all monitors, keyboards, hard drives, printers, scanners, and other peripheral equipment.
• Monitor and test PC/Server performance and provide PC/server performance statistics and reports.
• Construct, install, and test customized configurations based on various platforms and operating systems.
• If necessary, liaise with third-party support and PC equipment vendors.
• Participate in monitoring of all backups, conducting regular checks for reliability, changing media, and verifying accuracy.
• Recommend, schedule, and perform software and hardware improvements, upgrades, patches, reconfigurations, and/or purchases.
• Create, manage and modify and user credential across multiple platforms including [Active Directory, O365, ERP, etc.…]

Requirements

Qualifications:

• College diploma or university degree in the field of computer science and/or [5+] years equivalent work experience.
• Certifications in [A+ or Network +].
• Excellent technical knowledge of network and PC hardware.
• Hands-on hardware troubleshooting experience.
• Extensive equipment support experience with Dell and HP Products.
• Working technical knowledge of current network protocols, operating systems, and standards, including [Windows 10-11 Pro, Win 2016-2019 Server, Office 365, Veeam, SentinelOne, DarkTrace VMware, MS Exchange TCP/IP, Active Directory, DNS, DHCP, Terminal Services, IIS…]
• Experienced work with Helpdesk software logging, updating and closing incident tickets.
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Ability to conduct research into PC issues and products as required.

Personal Attributes:

• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills with Users and Managements team members.
• Ability to present ideas in user-friendly language.
• Understanding of the organization’s goals and objectives.
• Self-motivated and directed.
• Keen attention to detail.
• Analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to work in a team-oriented, collaborative environment.
• Strong customer-service orientation.

Physical Requirements:

• On-call availability for off-hour coverage or projects.
• Travel between MFG buildings to support users, equipment and software.
• Lifting and transporting heavy to moderately heavy objects, such as computers and peripherals.

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.